Attention Brokers/Prospective Clients
I am sorry to "let the cat out of the bag" but this is getting really frustrating speaking from a campaign provider/client prospective watching brokers in our industry post messages on the CCV and CCOPS regarding being burned by middlemen. Let me bring everyone's attention to the fact that not only is the broker responsible for placing his business while being under tremendous pressure from a paying client-but a broker has to weed out the infant call centers which seem to be everywhere in India. In addition, once a broker has determined he will take a chance at allowing a center to dial a prospective campaign based on D&B status and other requirements he is to find out "on paper" everything checks out. References , Previous clients and overall performance looks to be promising but when it all comes down to it there are very few centers in India that are capable of actually performing a
"North American Outbound Campaign".
I wish the problems stopped at this point but after having dealings with the so-called "upper echelon" of Indian call centers over the past 6 years, I have found that training is extremely poor in most cases and outright performance has been a complete disappointment to say the least. Please India , if you wish to become successful at the OB part of this industry-take the professional guidance of the client resources made readily available. There are always training issues that severely hamper progress and cause performing campaigns to appear fruitless. I am not stereotyping all "India" centers for I have, I believe, the best two centers in India currently as vendors.
I can recommend a very honest and dear friend in the Indian market: Manoj Tripathy , VP and COO of GNG Solutions Norcross, GA 30093. Manoj, has been an invaluable resource and my eyes and ears in a conjointly held affiliation with our Indian alliance. I ask Manoj first ! Then entertain questions from prospective Indian call centers. Just be careful as you would anywhere in the world. Please everyone make certain you do not allow all of your time to be wrapped up in trying to save a dollar by outsourcing your business to India without first looking at the vertical markets that exist right here in the US, Europe and other remote destinations that seem to perform exceptionally well. It has been the norm over the past few years for the US to look overseas due to cost factors. It is now becoming quite apparent that although money is definitely saved by outsourcing abroad when the right facility is chosen-the road to find the right centers in "India" will prove to be challenging to say the least.
My Recommendation when Selecting an Indian Center:
1.) Identify the "key" decision makers and thoroughly check out the principals of the company. Ensure a comprehensive credit and background check is done like you would do for a US facility.
2.) Always ensure everything is in writing including the hours committed to in verbal discussion.
3.) DO not think for one minute outsourcing abroad will save you time and expect to be extremely patient.
4.) Have a live demo with the prospective call center and make certain you listen to at least 15 different TSR's/CSR's. This is important to determine if you are able to not only hear the TSR but to see if "you" can understand what the TSR/CSR is pitching.
5.) Demand to see their facility and a copy of the Articles of Incorporation.
6.) Write down everything exclaimed and ensure it is not a smoke screen to obtain your business.
7.) Ensure a formal proposal is on record to reference. Believe me, you will be glad you did this.
8.) Ensure the campaign you intend to outsource has been successfully performed by the vendor before awarding it.
9.) Never give exclusive rights without a strong financial commitment.
10.) Never supply leads to a facility with little or no experience. If you want to send leads somewhere and could care less what the performance is send them here: PO Box 284- Mount Carmel,Pa.17851.
Remember: The money you thought you saved by doing business outside of your immediate area or country may not necessarily be saving but rather a history lesson of mistakes.
Anyone needing a list of the people and call centers to stay clear of in India and the US due to NON Payment-Circumvention-Violation of a NDA-Fraud-Conspiracy and Poor Performance Levels feel free to contact me directly. Additionally, if you would like to get in direct contact with Manoj and require anything call center related please send an e-mail to
rickdanko@dfnow.com.
Have a Wonderful Day!
Kindest Regards,
Richard R.Danko
Vice President and Director of Call Center Operations
GNG Solutions Inc.
6107 Oak Brooke Pkwy
Norcross, GA 30093
Pennsylvania Direct: 1-570-648-1510
Pa Fax: 1-570-648-6423
Pa Cellular: 1-570-336-0735
Georgia Direct: 1-678-969-9517
Ga Fax: 1-678-969-9546
Ga Cellular: 1-678-830-2999